To apply a service level agreement (SLA) to your tickets, you must set the Priority field on the ticket first. Use the steps below to automate this with triggers.

The workflow includes the steps below:

  • Step 1: Create a trigger that sets priority for all tickets for your SLA
  • Step 2: Modify this trigger to set priority based on keywords
  • Step 3: Verify that you set up the trigger correctly

Step 1: Create a trigger that sets priority for all tickets for your SLA

Triggers can set ticket priority so SLAs apply. In the example below, the trigger sets all tickets to the same priority.

To create a trigger that sets priority for all tickets:

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers
  2. On the triggers page, click the Ticket tab
  3. Click Create trigger
  4. Add the conditions below under Meet ALL of the following conditions:
    • Object > Ticket > Ticket | Is | Created
    • Object > Ticket > Priority | Is | -
  5. Add the action below under Actions:
    • Object > Ticket > Priority | Normal
  6. Click Create trigger

Create a trigger that sets priority for all tickets.png

Step 2: Modify this trigger to set priority based on keywords

You can use any ticket property, such as a custom field, to set ticket priority. In this example, use keywords as trigger conditions. The trigger sets the priority based on the keywords in the ticket.

To create a trigger that sets priority based on keywords:

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers
  2. On the triggers page, click the Ticket tab
  3. Click Create trigger
  4. Add the conditions below under Meet ALL of the following conditions:
    • Object > Ticket > Ticket | Is | Created
    • Object > Ticket > Comment Text | Contains at least one of the following words | sales
  5. Add the action below under Actions:
    • Object > Ticket > Priority | Normal
  6. Click Create trigger

Create a trigger that sets priority based on keywords.png

Step 3: Verify that you set up the trigger correctly

View the ticket events to verify that your trigger runs correctly. The ticket events include all triggers applied to the ticket and reflect changes in ticket priority. For instructions on how to view ticket events, see this article: Viewing all events for ticket updates.

GIF that shows how to verify the trigger setup with ticket events in Zendesk Support.

For other questions about the ticket priority field, see the articles below:

  • How to set the ticket priority based on the support email address?
  • Can I edit the priority field?
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